Tammy Collins

Email: abo38r@r.postjobfree.com

Address:

City: Huachucha

State: AZ

Zip: 85616

Country: USA

Phone: 520-***-****

Skill Level: Any

Salary Range:

Primary Skills/Experience:

My work with Aegis Communications has provided me with a very wide range of of skills and pride as a successful leader. I started with Aegis as an Order Typist for "Qwest Telephone Communications". I worked my way up to "Peer Help to ", Quality Auditor and then Supervisor. My work Qwest was very satisfying, and I learned what it took to be a leader. I took a group of people with very low moral and numbers, and turned them into a well defined Team, with moral so high it carried over to different departments. We were able to not only achieve Qwest's expectations, but were know as the "go to Team" if there needed to be projects done in a efficient and under the dead line time frame. I was very proud of my team, they other associates I had uptrained to assist us with huge projects, we always provided Qwest with beyond expectations quality of work. Sadly; when Qwest decided to go to completely internal, Aegis lost the contract with them. At that point I went to work for United Health Group as a Quality Auditor. I had the lowest number for variances in Audits performed by UHG Quality Auditors. Simply put, when UHG audited my audits for the center in Sierra Vista I was the only one to maintain a .08percentage variance. After 10 years of working with that side of the business I decided to transfer over to American Express Membership rewards as a Customer Care Professional. I was able to reach my bonus's by maintaining a G1 rating across the board. With the economy the way it is American Express is not as busy as they had been in the past and Aegis was ewo'ping (early release without pay) on a daily basis. I needed the full 40 hours per pay check, and I got approval to go back over to the United Health Group campaign since I had been with the company over 12 years. I really do love customer service and am very good at what I do. I will go the extra mile on every call to help the customer with what ever their issue is, there are always other options to a solution. I really want to get into a job where I can work with the public face to face. I have a lot to offer, I am very loyal, hard working, take extrem pride in my work. Customer service management professional experienced in credit card services, fraud operations and collections. Team player with exceptional listening and critical thinking skills. Customer Care Professional bringing extensive call center experience in inbound, outbound and blended environments. Strength in training and development, client relations and problem solving.

Educational Background:

High School Dipolma from Omak Senior High School, Omak WA 1/2001 to 6/1979 (basic ed)

High School Dipolma from Omak Sr High School, Omak WA 1/2001 to 10/2012

Job History / Details:

Summary

My work with Aegis Communications has provided me with a very wide range of of skills and pride as a successful leader. I started with Aegis as an Order Typist for "Qwest Telephone Communications". I worked my way up to "Peer Help to ", Quality Auditor and then Supervisor. My work Qwest was very satisfying, and I learned what it took to be a leader. I took a group of people with very low moral and numbers, and turned them into a well defined Team, with moral so high it carried over to different departments. We were able to not only achieve Qwest's expectations, but were know as the "go to Team" if there needed to be projects done in a efficient and under the dead line time frame. I was very proud of my team, they other associates I had uptrained to assist us with huge projects, we always provided Qwest with beyond expectations quality of work. Sadly; when Qwest decided to go to completely internal, Aegis lost the contract with them. At that point I went to work for United Health Group as a Quality Auditor. I had the lowest number for variances in Audits performed by UHG Quality Auditors. Simply put, when UHG audited my audits for the center in Sierra Vista I was the only one to maintain a .08 percentage variance. After 10 years of working with that side of the business I decided to transfer over to American Express Membership rewards as a Customer Care Professional. I was able to reach my bonus's by maintaining a G1 rating across the board. With the economy the way it is American Express is not as busy as they had been in the past and Aegis was ewo'ping (early release without pay) on a daily basis. I needed the full 40 hours per pay check, and I got approval to go back over to the United Health Group campaign since I had been with the company over 12 years. I really do love customer service and am very good at what I do. I will go the extra mile on every call to help the customer with what ever their issue is, there are always other options to a solution. I really want to get into a job where I can work with the public face to face. I have a lot to offer, I am very loyal, hard working, take extrem pride in my work.

Customer service management professional experienced in credit card services, fraud operations and collections. Team player with exceptional listening and critical thinking skills.

Customer Care Professional bringing extensive call center experience in inbound, outbound and blended environments. Strength in training and development, client relations and problem solving.

Highlights

High customer service standards

Skilled in call center operations

Employee relations specialist

Excellent time management skills

Exceptional interpersonal communication

Exceptional telephone etiquette

Effective problem solver

Meticulous attention to detail

Focused on customer satisfaction

Skilled multi-tasker

Microsoft Outlook, Word and Excel

Accomplishments

Cross-trained 50 new call center representatives.

Consistently commended by superiors for resolving volatile customer situations quickly and courteously.

Exceeded corporate target for customer satisfaction for many years in a row.

Experience

May 2000 to Current

Aegis Communications Sierra Vista, AZ

Data Entry/Customer Care Professional/Quality Auditor/Supervisor

Investigated and resolved customer inquiries and complaints in an empathetic manner.

Cross-trained and backed up other customer service managers.

Adhered to all confidentiality requirements at all times.

Met all customer call guidelines including service levels, handle time and productivity.

Monitored the daily activities of 18 to 50 customer support teams. Job required I cross train other departments to be able to assist my team with extremely large projects that had to meet a dead line. Expectations for client always exceeded.

Promptly responded to inquiries and requests from prospective customers.

Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.

Strong leader of customer support staff.

Interviewed, hired and trained new quality customer service representatives.

Trained staff on operating procedures and company services.

Provided detailed monthly departmental reports and updates to senior management.

Provided accurate, specific and timely performance feedback for CSRs.

Identified individual development needs with appropriate training.

Routinely prepared and evaluated CRM reports to identify problems and areas for improvement.

Effectively communicated with team members to maintain clearly defined expectations.

Fostered an environment which encouraged continual process improvements.

Updated customer orders from start to finish in an accurate and timely manner.

Collected, monitored and evaluated customer requirements to achieve desired delivery time and order fill rates.

Resolved customer questions, issues and complaints.

Developed rapport with the customer base by handling difficult issues with professionalism.

Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals.

Generated and distributed daily reports and order acknowledgments to appropriate personnel.

Education

1979 Omak Senior High School Omak, WA

High School Diploma basic ed

Attended Wenatchee Valley College North 1980 -1982, no degree.

Certified Nursing Assistance and Med Aide License 1995

Home and Auto Insurance License 2005

1979 Omak Sr High School Omak, WA

High School Diploma basic ed

Completed customer service management training: ACE Silver Certified.

CNA/Med aid certified in 1998

Home and Auto Licensed in 2007

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